Shipping & Returns

Shipping

Every order ships free across India through our trusted courier partners. We process orders within 2 to 5 business days; transit times vary by destination and rug size.

Delivery timelines

Timelines start once the order ships, not when it is placed. Tracking details are emailed and sent over WhatsApp the moment your shipment leaves our warehouse.

Tracking your order

Once dispatched, you receive a tracking number by email and on WhatsApp. The courier will not call before delivery. If no one is available to receive the rug, the courier may leave a notice and reattempt the next business day.

Oversized shipments

Rugs larger than 9 by 12 feet may travel via dedicated freight rather than standard courier. The freight team will phone you to schedule a delivery window. Delivery is to the entrance of your building; you arrange to bring the rug to its final room.

Returns & Exchanges

If a rug is not what you imagined when it arrives, return it within 7 days for a full exchange or refund of the purchase price. We are confident in what we sell, and we want you to live with a rug you love.

How to start a return

• WhatsApp us at +91 91988 01663 or email contact@rugsville.in within 7 days of delivery
• We issue a return authorisation number and a return shipping address
• Pack the rug in its original wrapping and ship it back via a trackable courier
• Once we receive and inspect the rug, we issue your refund or dispatch your exchange within 5 business days

Return conditions

• Returns must be initiated within 7 days of delivery
• Rugs must arrive in their original, unused condition with all packaging intact
• For non-defective returns, the customer is responsible for return shipping
• Items returned without a return authorisation number will be refused
• Custom-made, personalised, or made-to-order rugs are non-returnable except in the case of defect or damage
• Rug pads with broken seal cannot be returned

Refund timing

Refunds are issued to the original payment method within 5 to 7 business days after we receive and inspect your return. UPI and net banking refunds usually clear in 1 to 2 business days; card refunds take 5 to 7 days; cash on delivery refunds are sent via UPI or bank transfer to the account you specify.

Damaged or defective items

If your rug arrives damaged or with a defect, contact us within 48 hours of delivery with photos of the rug and the packaging. We will arrange a free pickup and ship a replacement at no cost, or issue a full refund — whichever you prefer.

Order changes & cancellations

You may cancel or modify an order before it ships. Once an order is in transit, it must be processed as a return after delivery. Custom and made-to-order rugs cannot be cancelled once production begins.